IDC PlanScape: Digital Transformation of Omni-Channel Commerce for Retail
This IDC study describes how retailers can digitally transform (DX) omni-channel commerce, one of five key retail DX strategies outlined in IDC's retail use case taxonomy (see IDC's Worldwide Digital Transformation Use Case Taxonomy, 2017: Retail, IDC #US42270417 , February 2017). The retail mission that underpins what is described in this document is as follows: Create experiences that blend the digital and physical to make purchases in the stream of life. To create best experiences that improve customer satisfaction and loyalty, driving revenue and market growth, retailers need to embrace digital transformation. This document outlines how retailers can prioritize, advance, and benefit from organizing and investing in people, process, and technology digital transformation of omni-channel commerce. Leslie Hand, VP for IDC Retail Insights, reports that "retailers are in the midst of a change that requires rethinking business models, reallocating assets, and building new cultures, processes, and technologies that amplify satisfaction levels and drive best experiences to thrive into the future."